SME & Enterprise SLA's
Global Touch IT offers customized Service Level Agreements (SLAs) designed to meet the specific needs of both small-to-medium enterprises (SMEs) and large enterprises, ensuring a smooth IT operation and infrastructure management.
For SMEs, the SLA is built around flexibility and cost-effectiveness, offering services that enhance operational efficiency without overwhelming the business with unnecessary costs. The SLA includes essential services such as network maintenance, cloud storage, hardware updates, and IT security, along with regular audits to ensure compliance and peak performance. This package allows SMEs to focus on their core operations while Global Touch IT handles the technical aspects. The agreement is scalable to accommodate growth, ensuring that as your business expands, the IT infrastructure remains robust and adaptable. The SLA outlines clear response times, service availability, and scheduled maintenance windows, giving SMEs peace of mind with minimal disruption to their daily operations.
For large enterprises, the SLA goes beyond standard services, providing advanced IT solutions tailored to the complexity of bigger organizations. This includes managing large-scale networks, data protection, server management, and specialized system integrations. The SLA is designed to offer 24/7 support, proactive issue resolution, and dedicated account management. Global Touch IT collaborates closely with enterprise clients, ensuring that their IT strategies align with long-term business goals, providing a competitive edge.
Both SMEs and enterprises can rely on transparent SLAs that guarantee performance benchmarks, service reliability, and continuous improvement of their IT systems, positioning Global Touch IT as a vital partner in their success.
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WHAT SME & ENTERPRISE SLA SERVICES INCLUDES:
Guaranteed Response Times:
Commitment to timely response and resolution based on the severity of incidents, ensuring minimal downtime for critical business operations.
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24/7 Support Availability:
Around-the-clock technical support to address any IT-related issues, providing peace of mind for businesses operating outside regular hours.
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Proactive Monitoring:
Continuous monitoring of IT systems to identify and resolve potential issues before they impact business operations, enhancing system reliability.
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Regular Maintenance and Updates:
Scheduled maintenance and software updates to keep systems secure, compliant, and performing at optimal levels.
Customisable Service Levels:
Tailored SLAs to meet the specific needs of each client, including different tiers of service based on organisational size and complexity.
Comprehensive Reporting:
Detailed performance reports and analytics to provide insights into service levels, incident resolution times, and system performance metrics.
Escalation Procedures:
Clearly defined escalation paths for critical issues, ensuring swift resolution by experienced technicians.
Client Training and Onboarding:
​Initial setup and training sessions for staff to ensure they are comfortable using new systems and technologies effectively.
Service Credits for Non-Compliance:
Provisions for service credits or penalties if agreed-upon service levels are not met, ensuring accountability and trust.
Collaboration and Consultation:
​Ongoing collaboration with clients to assess IT needs and adjust SLA terms as their business evolves, fostering a proactive partnership.